McDonald's — Restaurant in Lower Sackville

We arrived at this location about 7:40pm on the evening of, Feb 26th. We placed our order at the Kiosk and wanted to pay with cash. We selected pay at the counter and were advised the total was $8.94 our the tickets that printed said 984. We took the ticket to the counter and it took about 5 minutes standing at the counter before anyone came to assist us. She then confirmed the total was $8.94 and we gave her $20. She then gave us $9.90 change. We told her that was not correct and the change should be $11.05. She agreed that the total came up as $8.94, but when she put the amount tendered as $20 the till told her to give us $9.90 in change. She then went to find someone to help her that took an additional few minutes. At this point there was a line up behind us at the counter.

When the person that I assume was a manager came to assist she make some adjustment to the cash register and after a few more minutes gave us $0.50 and said that was all she owed us. So now we have $10.40 change when in fact it should be $11.05 in change. The manager was very rude to my wife and I and tried to blame us for the confusion. She said it was a glitch in the Kiosk and the breakfast sandwhich we ordered cannot be in a combo which the Kiosk allowed. We also used a mobile coupon for $1 off an order of $8 or more. She then blamed us for not telling the person at the counter about the coupon. Why should we have to? We entered this into the Kiosk and all we wanted to do was pay by cash and the Kiosk gives the option to pay at the counter. That is when she blamed a glitch in the system. I replied that is not my fault and she said to us "Well it's not my fault either." This manager was not taking any responsibility for the error and tried to turn it around on us.

All we wanted was to be charged the $8.94 that the Kiosk said we owed. At this point it was 8pm and we had to go. We gave back the change they had given us and asked for the $20 back that we originally gave them. No word of an apology from the manager or anyone at the counter. They just gave us back our $20 and we left without our order.

I cannot believe that the manager would treat us this way all over an error of $1.15. All she had to do was make the correction to the total to match the Kiosk total and we would have been happy and on our way. This was the worst example of customer service I have experienced at McDonalds. It was not a lot of money, but it was the way in which we were treated by the manager...

TL:DR; DON'T GO TO THIS LOCATION IF YOU LIKE TO ORDER ANYTHING CUSTOMIZED, especially if you also happen to like Thai sauce.

Ordered Jr. Chickens with a different sauce instead of mayo and was told it's more expensive than mayo so I was charged $0.20 per burger and given a packet of mayo on my tray for each burger which I did not order... I've never run into trouble ordering a different sauce before at this location or at any other McDonalds before.

When I brought it up with someone behind the counter, a "guest experience" lady provided that lame excuse about being more expensive so they charge for it. A manager did end up refunding me because at the kiosk I could order it without the extra charge, but ordering in person they would add in this charge for a separate package of mayo. (Even if you didn't ask for it.)

The manager inquired with the franchisee and confirmed that their policy was if you substitute the sauce that comes on the burger for another you will be charged extra. The whole point of having a self order kiosk is to make your burger how you want it. There is even a create-a-burger! However, at this franchise the OWNER is a PENNY-PINCHING SCROOGE and decided to charge money to swap your sauce for another.

My message to the management is, have you really thought this through? You charged $0.20 to change my sauce, yet that charge is for an added packet of mayo which you also had to provide with my order... How is that saving money or working out at all? If I didn't order the packet of mayo it needs to be refunded and you must come up with a button that charges for swapping sauce. But there isn't a button for that because it is something McDonalds has never ever charged for.

Is Thai sauce that expensive that it warrants an extra $0.20? Think about that long and hard, because it almost certainly is not. (Look at your cost of goods sheet if you're drawing a blank on that one.) If it were so expensive to swap the sauce it would be something McDonalds would have always charged for! Just like adding Bacon or an extra patty. However there is no button that swaps mayo for Thai sauce and automatically adds an additional cost to your order, because that is ridiculous! There is nothing being ADDED to the order. If I were to order with both sauces I could understand an additional cost. But for Substitution, which is what most other stores call it by the way, there should not be...

This is hands down the most incompetent McDonald’s I have ever ordered from. Unfortunately, they are the closest location to my house and I typically order on Uber Eats, so so have the displeasure of dealing with them whenever I get that Don’s craving. 99% of the time there is something wrong with the order. They never cease to amaze me with how they are able to screw something new up nearly every single time! It’s also frustrating that they never call if something I have ordered is not available and just pick whatever random thing instead.

For example, tonight in place of a medium fries I received apple pies. 1. Of all things, how do you not have french fries???? Even if it was just going to be a bit of a wait, why wouldn’t you have called to let me know. 2. What on earth would make you think I would want APPLE PIE in place of fries? Just call the customer and ask what they would like in place of the unavailable item…it’s really not that complicated. I have also waited lengthy times, but when I finally receive the order half the food will be cold and something is missing…lol. Like most, I have no problem waiting for my food, but if it’s going to take you nearly an hour you could at least take an extra minute to make sure it has been made right.

Management needs to do better and train their staff to actually know what they’re doing. Start calling customers if you don’t have the requested items for their Uber Eats orders. Take a minute to double check and ensure there is nothing missing before you hand the bags out. Read directions from customers for any special requests/allergies/etc. I promise that implementing these simple, basic things will help improve the quality of...